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Mate Project Technology Support Analyst Job at Marie Stopes International

Marie Stopes International’s Global Information Systems (GIS) function are responsible for the successful management and support of global technical solutions deployed across the organisation. The GIS function plays a critical role in enabling the delivery of family planning and safe abortion services around the world through ensuring well supported systems and data that undepin the delivery of social business strategies to deliver quality, client-centred services.

Reporting to the Head of Business Solutions, this role will be working within a project team that spans across GIS and the Technical Services Department (HSD) to successfully deliver MSI’s new mobile technology project MATE (Mobile Technology for Tracking and Engagement) across participating Country Programs.

The Role

This role will lead on the technical aspects of the day to day deployment, support and maintenance of MSI’s mobile technology platform (CommCare) and supporting software incl. mobile device management (MDM) across MSI’s International Country Programmes.

Working within a small project team, your responsibilities will be varied and span across technical hardware and software support, end-user assistance and capacity building of in-country team members.

You are both organised and a creative solution finder with attention to detail. You have experience working with people from different environments with varied technical abilities and the ability to support across these.

You are pro-active member of the team, that can pre-empt, recognise and resolve issues as required. You have the necessary skills to support across IT and Operational in-country teams and excellent communication skills enabling you to resolve even complex issues through remote support.

This role will be required to remotely support in-country IT teams when but not excluded to configuring the mobile device management (MDM) and mobile data collection (MDC) software on to devices. This will include delivering training and support sessions to in-country staff remotely and/or on location. You will also need to ensure that requests for support are logged and actioned appropriately and in the required time frame.

You will pro-actively ensure users are kept informed of action being taken and can follow up as required to ensure issues are resolved.

Support in-country teams to deploy MDM and mobile platform software, including identifying key stakeholders in country programs, developing detailed roll-out plans, and manage ongoing reviews of processes and use

Remotely and/or on location train in-country teams on the platform and MDM management

Develop manuals/training materials and and update documentation, as required

Build and maintain technical relationships with MDM and MDC 3rd party vendors

Create and maintain software knowledge base to aid support call resolutionSet up any other software deemed necessary for the implementation

Ensure MSI’s best practices around security are configured and enforced

Assist in-country teams in identifying ‘best fit’ hardwareSupport the test team in User

Acceptance

Testing (UAT) for upgrades and future enhancements

Respond to requests for support by identifying, registering and categorising incidents

Responsible for onboarding new users, setting up their profiles and making sure all details are set-up correctly.

Produce statistics and reports as requiredContribute to the development of standards, processes and procedures

Carry out any other duties deemed necessary by the business and project teamPotential for International travel

Qualifications for the Mate Project Technology Support Analyst Job

Degree in MIS, IT or any other numerate discipline

ITIL Foundation Certification or above (desirable)

Experience in setting up and managing technology in remote areas

Experience in change management and project management

Experience in presenting to and persuading diverse audiences, and in delivering training to users

Experience of distance collaboration with colleagues in other countries

Experience handling multiple and short duration deployments at the same time

Excellent problem solving abilitiesStrong teamwork and interpersonal skills and ability to communicate with all management levels

Hands on approach and the ability to go the extra mile

Excellent customer service skills

Ability to meet deadlines and work in a fast-paced environment

Ability to explain technical concepts to non-experts

Numerate, articulate and analytical with attention to detail

Excellent verbal and written communication skills

Working knowledge of Miradore MDM and Dimagi CommCare application (desirable)

English speaking (essential)

French speaking (highly desirable)

Personal Attributes

Proactive and practical approach to work, with a ‘can do’ attitude

Passionate for both service delivery and personal self-development

Dynamic, creative individual with the ability to show initiative

Flexible and adaptable, able to thrive in difficult/complex environments

Committed to keeping up to date with relevant technologies, backed up by recent technical certifications (desirable)

Able to work without direction to achieve results

Able to prioritise workload

Able to communicate effectively with both technical and non-technical colleagues

Strong time keeping and time managementStrong team player

Ability to travel

Strong commitment to the vision and goals of Marie Stopes International

Pro Choice

How to Apply

Applications quoting the position title with a detailed CV, contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) should be submitted to: pd@mariestopes.or.ke on or before 02 November, 2018.